CSG Systems International, Inc. ( NASDAQ: CSGS ), a global provider of software- and services-based business support solutions that help clients generate revenue and maximize customer relationships, today introduced AgentHub, a virtual contact center infrastructure solution suite designed to streamline contact center operations. AgentHub empowers organizations to reduce operational complexity, increase efficiencies and drive more profitable customer interactions by using one comprehensive, cloud-based platform to unify customer interaction activities, channels, applications and agents. Many contact centers today are made up of completely separate customer interaction platforms that cross over critical business functions and even geographic territories. The cost of keeping these platforms in sync, and the cost of maintaining them through multiple individual contracts, can be both difficult and expensive. In addition, the number of customer communication channels has multiplied rapidly. This evolution presents great opportunity, but also creates a myriad of challenges for how to best track customer interactions and staff call centers. By consolidating technologies and communication channels into one integrated platform, organizations can reduce overall call center complexity and leverage a more reliable infrastructure to drive more effective customer interactions while reducing costs. AgentHub is the result of a close partnership between CSG International and Enghouse Interactive. The partnership combines CSG’s multichannel, Software-as-a-Service (SaaS)-based, Interactive Messaging platform – including IVR, SMS/text messaging and broadcast email campaigns – with Enghouse Interactive’s CosmoCall Universe, a leading international contact center software suite that unites all customer contact locations, functions, and personnel – including outsourcers and home agents – on a single unified multi-channel customer communications platform. The resulting solution, AgentHub, delivers the fully hosted, cloud-based, integrated portfolio of contact center, IVR and multi-channel messaging technologies that today’s efficiency-minded contact center executives increasingly demand. In fact, according to the 2012 Enghouse Interactive Customer Interaction Index survey of North American IT executives, 78% of IT decision-makers note that running efficiently is of more importance to their organization than just cutting costs alone. According to the report’s findings, this underscores that strategically focusing on efficient operations along with other factors can create the right environment to positively impact the bottom line. “The resources required – time, financial and personnel – to manage the complex operations and IT infrastructure of today’s contact centers has become a major focus both within the marketplace and in the minds of fiscally prudent business executives,” said Chad Dunavant, vice president of product management, CSG International. “With the introduction of AgentHub, our customers benefit from a more cost-effective method of managing contact center technologies and a more efficient approach to managing customer interactions. AgentHub’s SaaS model ensures access to the latest technologies to drive down call handle times, increase agent productivity and position your contact center - and your customers – for success.”
From comprehensive IP-based Automatic Call Distributor (ACD) functionality featuring universal queuing, intelligent routing and outbound dialing, to call recording, integrated reporting, customer satisfaction surveys and beyond, AgentHub enables organizations to streamline contact center operations like never before. Unlike on-premise software, CSG’s SaaS model can also integrate call center agents at multiple locations, including home-based and outsourced agents, on a single platform. This cloud-based approach empowers organizations with an easier, faster, more cost-effective way to deploy contact center solutions.Key features of AgentHub include:
- Multi-channel IP ACD, incorporating Interactive Voice Response.
- Skills, priority and queues-based routing enabling customer needs to be met more quickly.
- Campaign management tools including dashboard-based real-time and graphical reporting.
- Predictive, preview and progressive dialing enabling the highest level of utilization and cost efficiency in the contact center.
- Comprehensive support for any type of call center structure including facilities, home-based, international and multi-site.
- Powerful scripting functionality that is technology agnostic, providing business users with the ability to design powerful, process-based customer interactions.
- Quality Assurance, Workforce and CRM Integration.